Regional Head of IT (APAC)

Withers Khattarwong LLP

Job title: Regional Head of IT (APAC)

Reports to: Global IT Director (London)

Location: Singapore

About Withers Khattarwong LLP

Withers KhattarWong LLP is amongst the largest international law firms in Singapore. We are a fully integrated global law firm with lawyers located across five continents in 17 offices.

Our broad global platform allows us to guide clients through the legal challenges inherent in the ever-changing international landscape. As our client, you will receive quality advice on diverse legal and tax issues through the services of one law firm with a single communication.

Internationally, we have made a reputation for ourselves as the leading law firm for private capital; our clients include public and private companies founded by successful families, MNCs, financial institutions, international brands, family offices and HNWIs, charities and not-for-profit organisations, amongst others. We pride ourselves for our role in helping our clients achieve success.

What are we looking for?

The primary purpose of this role is to lead the delivery of IT services in the APAC region.  This involves two key areas of responsibility:

• Acting as the primary point of contact for the business across Withers' APAC offices: this role is responsible for liaising with the APAC stakeholders to identify requirements and align IT activities to optimally support business operations.  This will require an excellent knowledge of legal operations and IT capabilities, covering both established and emerging technologies.  Initiatives will need to align to firmwide strategy and priorities and be delivered within the context of a global portfolio of change.
• Leading the support and operation of IT services in APAC: this role will act as the main point of escalation for APAC IT issues and will lead the local response to Major Incidents and Business Continuity events.  At present in APAC there are three IT staff based in Hong Kong, six in Singapore and one in Tokyo.  These are supported by central applications, infrastructure and PMO teams based in the UK who centrally resolve escalated incidents and problems and deliver IT and business change.

We are looking for a problem-solver with a calm and focused attitude.  It is vital that the candidate is a proactive team player, but with the ability to work and focus on tasks independently of others and to take the point lead on local issues.  As the primary APAC face of IT, the individual will be required to have the gravitas and communication skills necessary to instil confidence in senior (executive-level) business stakeholders and to demonstrate the effective control of IT delivery, for example managing major service outages and incidents in a calm, methodical and professional manner.

This role reports to the Global IT Director and works closely with the Head of IT Service Delivery and Head of IT Systems, all based in the UK, in order to provide the delivery of joined-up IT services globally.  The role is based in the Singapore office but will provide management, support and a point of escalation for all offices in Asia.  Travel to and support for all Asian offices will be required, as well as occasional travel to the UK.

Experience in a law firm or similar professional services environment is a must, together with excellent communication skills and the ability to work under pressure while being approachable and inspiring confidence.

Areas of focus and responsibilities

• To manage the day-to-day activities of the APAC IT team, ensuring that service desk support and user training are delivered to the highest possible standard, as measured against agreed customer and staff satisfaction levels, within budget and aligned to regional and firmwide priorities
• To work with APAC business stakeholders to identify business requirements, and then engage with the global IT team to identify, plan and deliver pragmatic, economic, globally compliant solutions.  This will include gathering formal and informal customer feedback via regular meetings and organised forums in order to ensure that all support issues and ideas are identified and addressed
• Together with the Head of HR, Head of Operations, Head of Finance, and Head of Risk and Compliance, to provide a leadership role for the different APAC offices.  In particular, to provide leadership support and act as a sounding board for all other support staff managers in order to deliver high level services to our offices in Asia
• To proactively identify opportunities for improving both IT and business performance, through the design and delivery of innovative processes and technologies
• To establish and maintain close working relationships with colleagues in all offices to ensure that consistent practices are being executed across the Firm
• To act as the lead on projects as required/appropriate, delivering IT solutions to (primarily, but not exclusively) APAC users
• To define and manage the IT support and training budget in region
• To work with the Head of Service Delivery to recruit, manage and appraise all IT support staff based in Asia, including the identification of training and development needs. Work with staff to develop and implement plans to manage individual and team performance against objectives
• To manage staff holidays, training and project commitments to ensure that service commitments are maintained, and deadlines met
• To work closely with the Head of Service Delivery to identify, create / modify, and implement processes and standards which improve the delivery of IT services to the business
• To produce qualitative and quantitative metrics of performance which will help with IT policy and decision making, and guide investment in service improvement
• To identify and proactively manage Major Incidents (MI) and Business Continuity (BC) events, and work with global support teams in line with the defined MI / BC process, to quickly and efficiently deliver a resolution, minimise impact, and ensure the speedy resumption of business operations and security of the business assets
• In conjunction with the Head of IT Systems, to ensure fit-for-purpose support contracts are in place for all APAC IT systems, including liaising with suppliers for purchasing, and managing suppliers to ensure that best quality of service is obtained
• To manage the IT asset inventories, ensuring records are kept fully up to date
• To continually maintain and expand a strong working knowledge of current Firm-supported and future technologies to provide technically accurate solutions to end-users

Personal qualities

• Experience of working with senior (executive level) business stakeholders, demonstrating the gravitas and presence to inspire confidence
• Excellent written and verbal communication skills at all levels of seniority.  Empathises with user frustrations; capable of dealing with people in a calm, professional and effective manner
• Able to demonstrate a strong customer-support ethic, in the context of supporting users of all levels of seniority to an exceptional standard, and of motivating and supporting a team to do likewise
• Awareness and empathy for the cultural differences and regional requirements of a global law firm
• Excellent analytical troubleshooting skills with the ability to resolve problems methodically and logically
• A proactive self-starter who will actively seek out innovative opportunities to deliver value, whilst ensuring that this is tied into the global IT approach, strategy and priorities
• Enthusiastic and approachable: an excellent people manager who can motivate both team members and others to fully engage and to work collaboratively to deliver solutions
• Able to both demonstrate strategic-level thinking, and strong attention to detail in order to ensure that services and responsibilities are delivered to a high standard
• Adaptable to changing work conditions, as the Firm and the IT team grow and evolves
• Strong commercial skills, ensuring that services and capabilities deliver maximum value for money
• Enjoys working as part of a global team, assisting colleagues and sharing information with others
• Flexible approach to working hours, in order to accommodate global interactions and IT changes / incidents, when required

Skills and experience

• Minimum 5 years' experience of having delivered ITIL-based IT services in a law firm or similar/professional environment. It is expected that the post-holder will have relevant ITIL qualifications
• Demonstrable understanding of how a global law firm operates in terms of delivering support to global fee earners and business services staff, reflecting cultural differences, empathy for local requirements, etc
• Strong KPI focus, demonstrating value-add reporting and monitoring skills. Ability to identify and analyse process-related metrics to drive management decision making
• Experience of working with / optimising an ITSM tool
• Minimum 3 years' experience of having delivered IT projects using a recognised project delivery methodology
• Demonstration of having identified and delivered innovative changes which resulted in measurable operational and/or business improvements
• Demonstration of strong knowledge of current issues and trends in IT services, including security, data protection, etc.
• Graduate or equivalent in a numerate subject
• Excellent working knowledge (desirable) of legal IT systems such as:
  • Microsoft Windows including detailed knowledge of Microsoft Office 365 Suite including installing, configuring and support
  • Remote working technologies – Citrix, VPN and MFA (DUO) administration
  • Video conferencing systems (including Teams and Zoom) including dedicated video conferencing meeting rooms
  • Fixed and mobile telephone systems (including iPhones and softphones)
  • Configuration, analysis and diagnostics of laptop, PC, and printer faults
  • Experience of key legal industry applications – iManage, BigHand, Elite, Workshare, InterAction, template management systems

The Essentials 

• Monday to Friday, 9:30 am to 6:00 pm; however, flexibility is required. Given the seniority and regional scope of the role, it is expected the Regional Head of IT (or their delegate) will be available after-hours when required
• Hybrid working is commonplace inside Withers, however a frequent presence in the Withers offices is essential to build and maintain relationships, as is the ability to attend the office on demand if necessary for critical business support purposes
• Travel to Hong Kong office is required 2-3 times per year and to the UK on occasion
• Three months' probation period
• Three months' notice period
• 25 days annual leave
• Competitive remuneration and benefits package

About Withers Worldwide

A law firm focused on people and collaboration

For the past 125 years, Withers has supported some of the world's most remarkable people and organisations at defining moments in their lives.

We are the only international law firm focused on successful individuals and private capital, working closely with founders, investors and family offices. We also advise governments, charities, global brands and start-ups of all shapes and sizes.

Many of our clients are shaping the future and creating solutions to tackle many of the world's problems.  It makes for a fascinating and challenging practice. Our role is to get to know each individual client, find out where they want to be, and help them to get there – whether they are building a business, looking after their family, involved in a complex dispute or protecting their finances for the future.

To meet their unique needs we are exceptionally collaborative, working together across teams and time zones.

We are agile, focusing on strategy rather than rigid ideas and traditional hierarchy. It is a truly flexible working culture that puts people first.

Join us to be part of a team that is always looking to the future. Where initiative, big ideas and bold moves are always encouraged. Where you can truly be yourself.

Equal Opportunities Employment Statement

It is the policy of Withersworldwide to provide equal opportunities for all employees in relation to recruitment, training and promotion.  Decisions in these areas will be made only by reference to the requirements of the job and shall not be influenced by any consideration of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race (including colour, nationality and ethnic and national origin), religion or belief, sex or sexual orientation.

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